FAQs

We hope we have answered your question below. If not please get in touch.

General

Can I speak to your Customer Care Team?

Of course! Simply call +44 (0) 1482 620400 between 07:30 – 16:30, Monday to Thursday and 07:30 – 16:00 on Friday and our Customer Care Team will be more than happy to help with every enquiry be it sales or technical support.

If you would rather get in touch via email, you can reach us at [email protected].

We ask you to Sign In to make buying online with us quicker and easier. Through saving your details with us we can securely save your details to allow you to checkout much quicker.

A Trade Account is for business customers who purchase with us frequently, usually on credit terms. Trade Account customers benefit from being able to save their details online, manage other users on the business account, view order history, manage addresses and pay invoices.

On the log in page, simply click ‘Forgotten Password’. This will direct you to a helpful form where you can change your password and gain access to your account!

Simply sign-in as usual and add items to your basket before proceeding to the checkout. When you are in the checkout stage, change the saved card details and continue with your purchase. If you are a Trade Account customer you can manage your payment details for both card and credit in your account section.

Unfortunately not, once an order has been dispatched you can’t change the delivery service you originally choose.

No need to worry – if an item or the order is damaged in transit, speak with our Customer Care team on +44 (0) 1482 620400 who are available Monday – Thursday 07:30-16:30 and 07:30 – 16:00 on a Friday.

In most cases, we will need to collect the damaged items for quality control purposes.

Delivery

How do I return an item?

In the unlikely event that you need to return an item, we are here to ensure that we make this as easy as possible. If you do need to return something then simply get in touch with a member of the team and explain the problem, we can then advise on selecting the correct reason code on the returns form which is on the reverse of your invoice. All of our on the shelf items carry a 30-day risk-free guarantee (not including special or bespoke products) so just call our Customer Care Team on +44 (0)1482 620400 and we can arrange the unwanted goods to be returned to one of our depots.

Covered under our guarantee are all in stock on the shelf products. Items which are made to measure, cut or adapted to your requirements are not included and all returned items should be in a saleable condition in their original packaging with all component parts accounted for.

If you purchased your item less than 30 days ago, it will be covered by our risk-free guarantee. However, if your item is faulty then please speak with our Customer Care Team on +44 (0) 1482 620400 and we can arrange the best next course of action. It is our aim to achieve 100% customer satisfaction and we succeed in most instances through striving to solve our customers problems. Our first action when we hear that your item is faulty is to contact the manufacturer, we may ask for photographs to get ahead with this and start conversations early whilst we’re waiting for your item to come back to us.

Yes. In the checkout, you can specify a different address or if you’re a trade customer you can manage your address in your account.

If you miss your order you can arrange collection or delivery directly with the courier. Speak to a member of our Customer Care team if you need help with collecting your package.

In the unlikely event that you do not receive your item within the designated time, please speak with a member of the team so we can liaise with the courier.

You can speak to a member of our team on either +44 (0) 1482 620400, or email [email protected] and we can contact the courier on your behalf.

Our Customer Care team are available Monday – Thursday 07:30 – 16:30 and Friday 07:30 – 16:00.

In the unlikely event that you do need to cancel or amend your order, speak with us immediately so we can ensure it isn’t dispatched. We hold excellent stock levels so most orders are picked and dispatched within minutes or receiving them.

You can speak to a member of our team on either +44 (0) 1482 620400, or email [email protected] and we can contact the courier on your behalf.

Our Customer Care team are available Monday – Thursday 07:30 – 16:30 and Friday 07:30 – 16:00.

When ordering online you will receive an email confirmation and receipt once the order has been placed.

All our products can be shipped directly to you, some larger items or orders will need to be dispatched via our pallet network.

Yes. Please speak with a member of the team before ordering so we can ensure the order goes through.

Unfortunately not, once an order has been dispatched you can’t change the delivery service you originally choose.

No need to worry – if an item or the order is damaged in transit, speak with our Customer Care team on +44 (0) 1482 620400 who are available Monday – Thursday 07:30 – 16:30 and Friday 07:30 – 16:00.

In most cases, we will need to collect the damaged items for quality control purposes.

Returns & Refunds

How do I return an item?

All our on the shelf items carry a 30-day risk-free guarantee (this does not include any special or bespoke products you may have ordered) so if you do need to return an item, simply return the item to us and we will organise a refund for you.  We do ask that the product is returned to us in a new state with its original packaging.

If you bought the product within the last 30 days, then it is covered by our 30-day risk-free guarantee. Simply contact our Customer Services Team on 01482 620400 and we will take care of the process for you.  We will often ask for photographs of the product and how you received it, so we can start the conversations with our suppliers whilst we are waiting for the product to be returned to us.

Once a product has been returned to us we will organise your refund within 3 working days.

Your Account

Why is it asking me to Sign In / Save my Details?

We ask you to Sign In to make buying online with us quicker and easier. Through saving your details with us we can securely save your details to allow you to checkout much quicker.

A Trade Account is for customers who purchase with us frequently, usually on credit terms. Trade Account customers benefit from being able to save their details online, manage other users on the business account, view your online order history, manage addresses.

An Online Pro Account lets you easily create an online account with us and allows you to place your orders through the website.  You can also manage your addresses, view your online order history and benefit from free carriage charges after £200.

If you have forgotten your password, just follow this link and put your  email address in, you should then get your password reset email come through and you’ll be able to change it.  Just check your junk mail box if you don’t see it straight away because they have been known to go in there occasionally we’re afraid.

You can update your payment details within your online account, by going into your stored payment method section.

You can update your email address by going into your online account and updating your contact details.  If you place your orders over the phone, please update your email address with our Customer Service Team.

You can update your billing and shipping addresses within your online account, by going into the addresses section and updating them there.

If you are struggling to sign in, if it is because you have forgotten your password then please  just follow this link  put your email address in, you should then get your password reset email come through and you’ll be able to change it. 

Orders

What’s the Status of My Order?

If you have ordered online, you can check the status of your order in your account.  If you have ordered over the phone, then you will be able to check the status with our Customer Services Team.  Most orders are dispatched the same day (if ordered before 4pm Mon-Thurs, before 3pm on Fri) for next day delivery.

If for some reason you do need to cancel or amend your order, please get in touch with us immediately so we can stop its dispatch.  Most of our orders are picked and dispatched within minutes and once an order has been dispatched, we aren’t able to recall it from our courier easily we’re afraid.

When ordering online you will receive an email confirmation and receipt once the order has been placed. If ordering over the phone you will also receive an email confirmation and an invoice will follow.

In the unlikely event that you do not receive your item within the designated time, or you are missing a product from your order please speak with a member of the Team so we can liaise with the courier.

You can speak to a member of our Team on either +44 (0) 1482 620400, or email  [email protected] and we can contact the courier on your behalf.

Our Customer Services Team are available Monday – Thursday 07:30 – 16:30 and Friday 07:30 – 16:00.

Payments

What Payment methods do you accept?

We accept all payment methods including American Express, Visa Credit & Debit, Mastercard, and if you have a credit account with us BACS.